21 days old
2017-10-312017-11-28

Helpdesk Support

Burbank, CA 91504
  • Job Code
    583565
  • Payrate
    $18 To $20

Provides Level 1 and Level 2 support. Helpdesk needs include phone support, handling minor triage issues with basic troubleshooting and escalating all other issues to Level 2 and 3 support.


Responsibilities include maintaining, developing and supporting personal computers, servers, local and wide area network, software, and data communications technologies throughout the Firm, to maximize Firm-wide productivity and minimize system downtime. Assists with Helpdesk duties and installs hardware and software.


3 years related experience required. Degree preferred. If no degree, must have 7+ years of experience.


Top 3-5 Required Skills: 1. Three (3) years' experience writing documentation or standard operating procedures related to IT operations and support. -required 2. Three (3) years' experience providing support for client/server platforms. -required 3. Three (3) years' experience supporting Microsoft server operating systems. -required.


Job Description:


- Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.


- Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.


- Assists with efforts to analyze and prioritize incoming requests and alerts.


- Provides second level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).


- Resolves moderately complex problems and provides support to others.


- Follows procedures for incident escalation and notification to leadership.


- Supports and assists with troubleshooting efforts in conjunction with customer to identify moderately complex problems.


- Identifies moderately complex problems and escalates to senior staff for prioritization.


- Supports and assists with tracking and develops documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.


- Supports and assists efforts to meet key performance indicators (e.g., performance, availability, capacity).


- Supports Business Sales Applications


- Specifically Provisioning of User Accounts


- Tier 1 Tracking and Triage


Top 3-5 Daily Responsibilities:



  1. Assists with efforts to analyze and prioritize incoming requests and alerts.
  2. Provides second level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
  3. Resolves moderately complex problems and provides support to others.
  4. Follows procedures for incident escalation and notification to leadership.
  5. Supports and assists with troubleshooting efforts in conjunction with customer to identify moderately complex problems.


Top 3-5 Required Skills:



  1. Three (3) years' experience writing documentation or standard operating procedures related to IT operations and support. -required
  2. Three (3) years' experience providing support for client/server platforms. -required
  3. Three (3) years' experience supporting Microsoft server operating systems. -required


Desired Skills:



  1. One (1) year in an informal leadership role working with IT or operational teams. -preferred
  2. Health Care industry knowledge and practices desired but not required -preferred


Soft Skills:



  1. Require strong collaboration and communication skills in the role
  2. Require strong customer service skills

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

Featured Jobs

Career News

Share this job:

Helpdesk Support

Randstad Technologies
Burbank, CA 91504

Share this job

Helpdesk Support

Randstad Technologies
Burbank, CA
US

Separate email addresses with commas

Enter valid email address for sender.

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast